Customer Experience Specialist

Join the Carolina Cat Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we’ve supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that’s built to last.

We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

The Customer Experience Specialist role supports the customer care culture, possessing a passion for customers and an understanding of the customers’ needs and requirements.

You will partner with business leaders to develop and deploy strategies and tactics to address critical organizational and talent issues. The Specialist will assist in reviewing the dealership processes, collecting and documenting customer feedback, and helps operational departments use this information to develop new service offerings and improve the delivery experiences.

The Customer Experience Specialist will be responsible for partnering with Marketing and lines of business to develop and implement learning solutions, facilitate in-person and virtual classes, rate employees on their ability to deliver quality customer experience, and leverage metrics to find and implement improvement areas.

Essential Functions

• Identify and assist in the development of current and future customer experience training needs through needs assessment and customer insights.
• Monitor and score live customer interactions to improve employees’ ability to deliver an excellent customer experience.
• Delivers timely coaching and feedback to managers and employees to enhance performance and for continuous development.
• Assess and define parameters for delivering and measuring learning and customer experience; continually review opportunities for improvement and provide insights to establish metrics for success. Examples of these metrics include, but are not limited to, customer satisfaction rates, loyalty scores, retention, and referrals. 
• Facilitate virtual and classroom interactive learning events, train-the-trainer programs, etc. to develop the knowledge, skills, and abilities of our employees.
• Partner with key business partners to coordinate and deliver system optimizations and data insights.
• Identify and assist in the implementation of program improvements, tools, and technologies to enhance processes for learning execution.
• Manage training logistics and coordinate events for large-scale programs.
• Stay abreast of new trends and tools in learning and development.
• Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• Bachelor’s degree in business or related field or equivalent experience required.
• 3+ years of progressive Customer Service or Operations experience in a related industry strongly preferred.
• Proven track record of deploying Business solutions both on premise and cloud platforms that enable business objectives and goals.
• Strong program and project management skills.
• Excellent group facilitation, consultation, and employee coaching skills.
• Experience in customer-centric organizations.
• Understands the adult learning process and able to put it into practice.
• Approximately 15% travel to various locations in the Southeast.

Computer Skills

Must have a substantive command of technology, e-learning authoring tools and MS Office required.

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individu